Date Received: 2023-04-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I received a Chase text fraud alert asking if I attempted a {$1000.00} withdrawal on XX/XX/XXXX with my ATM card. I replied no and Chase replied with a text stating they will close my card and send me a new card. On XX/XX/XXXX, I reported to Chase fraud and filed a dispute two transactions of {$1000.00} each deducted from my savings account on XX/XX/XXXX with the closed card. I received a denial notice on XX/XX/XXXX finding the transactions were authorized. I contact Chase claims department and filed an appeal and asked how can the transactions be authorized if I responded on the fraud alert text the transaction was not authorized and how can are these transactions processed after the card was supposedly closed on XX/XX/XXXX in response to the fraud alert. Chase customer service rep confirmed the ATM in question was closed on XX/XX/XXXX. I also offered to provide a screenshot of the original Chase fraud alert text, but was told the investigation team will contact me if needed. I received a denial notice on XX/XX/XXXX with the same language as the initial denial notice. I contacted Chase and spoke to a claims supervisor and filed another appeal which was denied in less than 48 hours. I was advised the basis for the denials was no new devices added to profile, no indication of how PIN got compromised, and no aggressive attempts to log in. I was given conflicting information such as my card info was enrolled in XXXX XXXX on an XXXX phone, which I confirmed I have an XXXX and never owned an XXXX device and I do not use XXXX XXXX. They also said the transactions were initiated in Virginia, I confirmed I reside in XXXX XXXX and did not travel out of state at the time of the transactions. I was also told the transactions were initiated from an phone that I am not familiar and I confirmed I have owned the same cell # for over 10 years. I asked the agent to provide with documents Chase used as the basis for their decision, which the denial notices state I have a right to request as well as regulation 1005.11. The Chase agent said the will send me a letter but refused to provide any documentation they used for their investigation. I asked the agent how can the investigations only take less than 48 hours to make a determination and I was never contacted for details. I offered to provide documentation from my cell provider to verify I do not own any XXXX device and no change in phone #. I also offered to provide a copy of the Chase fraud alert text, but they did not ask for it. I kept getting the run around and conflicting information. They would not provide me an answer to why the transactions was processed after Chase closed the ATM card. I went to a local branch to ask for help and show them the original fraud alert still on my phone and was told there is nothing they can do. They would not allow access to the investigation team to find specifically how they came to their decision.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Chase advertised a World of Hyatt Business Card with a specific promotion : Receive double nights for stays at XXXX completed before XX/XX/2022. After receiving credit for several stays, I believed the promotion to be working, but for my last stay of the year, which would have qualified me for XXXX status and bonuses worth thousands ( Globalist Status, 2 suite awards, and one free night at a Category 1-7 hotel ), Chase refused to provide credit for the 5 nights completed according to the advertisement. Through the Chase rep and their supervisor, they refused to file a request to correct or investigate, and instead sent me to various benefits departments that had nothing to do with Chase, further they explicitly stated this was a XXXX issue. Through several XXXX reps, I was finally able to get them to contact someone at Chase, but Chase continuously referred to the Terms and Conditions as to why I didn't qualify but never provided the XXXX XXXX XXXX after several requests. Chase 's reason was because I didn't use the specific card the promotion was signed up through, but upon review of my hotel stay, it was done on points ( which qualifies ) and had no accomodation charge which required a credit card. Further, I had several stays which used points or did not use the XXXX XXXX XXXX XXXX card and were credited the double nights. After contacting the hotel to have them change the card on file to the World of Hyatt Business card, Chase continued to cite Terms and Conditions and stated that the payment was after XX/XX/2022, therefore it didn't qualify ( the payment was for incidentals, and had no relation to the accomodation ), which is also misleading as the advertisement stated that it was contingent on the stay being completed before XX/XX/2022, not the payment. I believe Chase has created a system where they make benefits resolution impossible for consumers, and encourage them to go through so many hoops to receive the benefits they were advertised to receive, so they give up and are successfully defrauded. I believe this is purposeful, and the use of " Terms and Conditions '' without providing official terms and conditions, is also an act of fraud against consumers. Further, if this was XXXX 's responsibility, then they have lied to their consumers as well, and did not work with Chase with sufficient due diligence to advertise the offer correctly, or train their agents on how to resolve benefit issues.
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 @ XXXX XXXX, received call from Chase with notification of wire fraud. Person calling was XXXX XXXX ( XXXX ). I was advised of possible fraudulent activity on my account an there was an attempt of a {$5000.00} wire being sent to XXXX XXXX. XXXX asked if I knew a XXXX XXXX who lived at XXXX XXXX XXXX XXXX, XXXX, NY XXXX, I do not any XXXX XXXX. Advised that this person was attempting to be a recipient of the wire transfer to XXXX XXXX XXXX. XXXX XXXX again confirmed that I do not know this person. XXXX XXXX asked if my number was XXXX so a code could be sent to authenticate and confirm who I was. I advised that I was driving, it was pouring rain and I had to pull off the road, XXXX replied to take my time and be safe. I advised XXXX that I did not receive the code and he sent it again. I then received 2 codes and XXXX asked for the last one, which I gave XXXX. XXXX then asked me to sign into my account which I complied. Once in my account, I was asked to check my balance which I did and he said to you see your balance of {$5000.00} and I confirmed. XXXX then stated that I may receive a call from Chase and not to hang up, XXXX stated that the call is part other their automated system and to stay on with him. I had asked XXXX where he was located and XXXX replied he was in Arkansas. XXXX instructed me to into the app and go into wire funds. I advised that I have never sent a wire before and to bear with me. XXXX walked me through the process and go into XXXX XXXX. Once I was there, XXXX stated that we need to conduct a Wire Reversal ( WR ) and walk me through the process of canceling the wire in the app. I was instructed to enter XXXX XXXX and enter some numbers. Once completed, XXXX advised that I had to speak with another person who was that XXXX Supervisors and then I would be transferred back to XXXX. I was transferred to XXXX XXXX ( XXXX ). XXXX advised that in order to proceed, he had to send me a code to confirm who I was. I received the code XXXX. I mistakenly gave him the wrong code in the read back and he asked me to check again, I corrected myself and we proceeded. I was talking to him about this fraud and XXXX stated that it was unfortunate and this happens quite often but Chase was able to catch it in time. I was then transferred back to XXXX. XXXX stated that they were completing a scan on the account because someone was attempting to access my account while we were on the phone. XXXX advised that I needed to change my sign-in and password. XXXX was sending me a code which I was to enter and not give XXXX the code, Chase does not ask for this code. XXXX advised that I had to sign out of the account and sign back in and I would have to enter the code. I complied and entered the code XXXX. XXXX walked me through the process of changing my sign-in and password. XXXX said that the scan on the account was taking longer than normal and since I was driving, he would schedule a call back in 45 minutes. We terminated the conversation. At XXXX XXXX I received a call from XXXX XXXX XXXXXXXX and when I answered the call disconnected. I called it back and got a recording that I had reach XXXX XXXX XXXXXXXX and asked for account number and I hung up. At XXXX XXXX XXXX called me back and stated that the scan was still running and they wanted to make sure there were no further attempts to access my account and they call back in the morning. I told him I got a call from XXXX XXXX XXXX and XXXX replied that was strange and asked what happened, I told him nothing it disconnected. On XX/XX/XXXX, I logged into my account and found that I was over drawn and my funds had been wired. I contacted Chase at XXXX XXXX and spoke to Representative and explained the situation. The Rep said that he did not see where chase had a Fraud issue from yesterday. I advised him that the call came from Chases number, the names of the people I spoke to, that the call last over an hour and I was sent codes from Chase and I had NO REASON to believe that I was NOT talking to Chase. He continue to review that account and I said so youre telling me that someone hacked into Chases system, sent me codes and I was talking to the people who committing the scam? He said yes it looks that way. I asked him if Chase had a facility in Arkansas and he said yes. I asked if they had people working there by names of XXXX XXXX and XXXX XXXX. He replied that he did not have a list of names. At that point I requested to speak with someone in the United States. I was transferred to XXXX. She reviewed my account and I explained what happened in detail. She took notes and advised that I should close my current account and open another account. XXXX further stated that she was blocking on line access and after we were done I had to call Chase On-Line customer service at XXXX to reactivate my online access. I asked XXXX if this was a common occurrence and she replied it is and they get into our fraud system. XXXX advised me that I was going to be mailed some documents that needed to be signed and returned. She said return them as soon as possible and would take 2 to 3 weeks for review and getting my funds returned. She then advised that I if I ever get a call from Chase, I should hang up and call Chase back. I called the Chase-Online number XXXX as instructed by XXXX @ XXXX XXXX The rep advised that my account locked and I had to go to see my Business Banker at the branch. I went to the branch, opened a new business account. XX/XX/ I revised an email from Chase regarding my claim. I went on line and found that Chase had denied my {$5000.00} claim stating that I had conducted the transaction and therefore denied the claim. I called Chase @ XXXX XXXX. The rep advised that it had been concluded that the transaction had been completed on the same device that has been used historically. I asked to speak to someone in the States and the Rep he can transfer me but they will tell me the same thing. I told to transfer me. I was placed on hold and the rep came back on the line and said that the person in the States was trained in this kind of fraud and he had to place me on hold again. The rep came back on the line and advised that the hold time for a rep was over 30 minutes in the states. And I should call back at later around XXXX XXXX XXXX XXXX Called back Chase and went through the situation. I was told that the fraud investigation has determined that I authorized the wire. Further, I was advised that the Chase Wire Department does not have phones nor do they contact customers for wire fraud,. That is Chase policy. Either way, I was not going to get money back. I asked for someone in the states and was advised that they will tell me the same thing. I was placed on hold for someone in the United States. XXXX, Stated that that since the wire was completed over my device they consider it a transaction that I approved. Despite the fact that Chase knows about these scams, I approved it and therefore chase will not refund the funds. I can file a complaint with the local authorities and maybe they can peruse the receiver of the funds but chase does not get invoiced in criminal actions.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX and XXXX of XXXX, I went on a XXXX XXXX. There was an issue with my sail and sign card giving me an error code of XXXX. I went from machine to machine and sometimes it worked fine and other times I received the error code. What I didn't know was every time I received the code, I was being charged. I showed 3 attendants at carnival what was going on and they did know what the code meant. When I showed them the error code I was charged XXXX, just for showing them what was going on. I received a print out of my charges and on the 1st day and 2nd day of the cruise I was charged around XXXX to XXXX. Its that did not make. I went from customer service to casino and they printed out a report that said I had charged it. I told them to look at the surveillance video and they would be able to tell what was going on. No one at XXXX or XXXX XXXX XXXXXXXX would listen to me and they never would allow me to view the surveillance. I called XXXX XXXX XXXX from the ship and the lady said she would look into it. A few days later the holds were lifted off of my account so I thought everything was good. As soon as I leave the ship they put the charges back on my accounts. I have several credit cards on file with XXXX and they were all charged the fraudulent charges and all of the cards keep putting the charges back on my accounts. Then I will call them again because XXXX keeps sending them the paperwork that says I charged that much. They will not send the surveillance which is what is needed. XXXX XXXX allowed them to go over my credit limit by XXXX and they are refusing to adjust. I have been back and forth with them all and I am getting no where. This has been going on since the XXXX of XXXX in dealing with XXXX and I have been dealing with my credit cards since XX/XX/XXXX. Nothing is being resolved and I did not make those charges. My credit rating has dropped dramatically and no one will help. This is unfair and I want justice.
Company Response:
State: TX
Zip: 77571
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023 I was contacted via phone for a low interest loan that I applied for. I had been applying for several different online loans for bad credit, this company offered a low interest, low payment loan. I contacted them and the demands began. They deposited money into my Chase bank account to bring my credit score up and to verify it was a legitimate account. I bought one gift card, sent the picture to them, and was to get the funding for the loan. This escalated with monies in, monies out, for two days, and finally came to my senses. I had just sent the last monies to them, ( via XXXX ), on XX/XX/2023, and told them I was done. This whole process was beyond weird, even though, it was still not my money. I went to Chase, told them the story, and the fraudsters had dumped checks in my account, paid to me, {$170.00} each, grand total {$2000.00} (? ) or so, all the monies tracked. I closed the account. Alerted Chase to the fraud, at least, I presumed, that was part of the conversation I was having. On XX/XX/2023 my social security payment was due to be electronically deposited to my Chase account. A new Chase account was opened just for this payment, or so I thought. What actually happened, the bank backed out the fraudulent checks, overdrafting my new checking account, and using up all of my social security for the month! I have contacted Chase in person, via phone, via their fraud department, via claims department, any department that might help me. Chases response was I was assisting in the fraud. I wasnt assisting when they took the checks out repeatedly for {$170.00}! Therefore, my loss. This was all done via EFT. If I had been truly thinking, I would have totally closed the Chase account and my Social Security check would still be available, late, but available. The customer service at social security even checked to see if they could take back the check and issue me another one. They were a truly bright spot today. All I am requesting at this point (, I am going to cease doing business with Chase, of course, ) is my social security payment of {$1700.00}. Yes, I am an idiot. And it was too good a deal, and at my age I should know better. Any help, suggestions would be greatly appreciated. Thank you XXXX XXXX
Company Response:
State: FL
Zip: 33990
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXXChase closed my account, the checking account have balance of XXXX, and saving account have balance of XXXX. The document indicate that its a Fraud and scams can happen to anyone, Protect your self and older loved ones by learning the warming signs and other helpful tips. Chase bank had kept my money for 6 months now.
Company Response:
State: CA
Zip: 92612
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXX. I opened a Chase Total Checking Bank Account in the state of XXXX Illinois however I closed my account at a J.P. Morgan Chase Bank located in another state at address : XXXX XXXX XXXX XXXX, XXXX, PA XXXX. This is the Account Number XXXX. My online account username is XXXX. I also have attached the last bank statement issued which includes the date in which the account had been closed XX/XX/2022 in addition to each transaction starting from XX/XX/2022. According to the creditors and the XXXX XXXX XXXXXXXX XXXX XXXX there are five charges and transactions totaling an amount {$3400.00} in which the creditors sought to recover through the XXXX XXXX XXXX I have attached my most the last issued bank account statement as proof that the account closure happened while there weren't any pending transactions, with a positive balance and in excess of the money in which the creditors claim that XXXX had been owed. I have received five emails from the following source XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX regarding an Original Creditor named XXXX XXXX in addition to a different creditor named XXXX XXXX XXXX . These charges and transactions brought against XXXX XXXX are through no fault of his own as this account was closed without any pending transactions. There is a misrepresentation of facts and charges which is unconstitutional to the account holder, XXXX XXXX. XXXX online banking withdrawals take 3-5 business days to process. Visit URL : XXXX XXXX XXXX
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is a follow-up to a complaint the Company/CFPB previously marked as closed, but still not resolved - XXXX. As background information related to the prior complaint, Chase Auto is continuing to try and collect a debt from me for alleged prior traffic violations, which occurred after my lease ended, and I have asserted they do not belong to me. At this point, the prior complaint resulted in information finally being furnished to me that I was able to track down the person who these violations actually occurred to and I provided this information from the XXXX website to my contact at the Chase claims team who has been helping me to try and resolve this. The latest feedback I got from this Chase team member is that whoever at Chase reviews this information still is declining to agree to this information as evidence these charges belonged to someone else and they only would accept written acknowledgement from XXXX that these charges are not mine and to reverse them. As I have stated previously, XXXX has already said they do not provide such documentation and even more so, they can not provide me any information relating to someone else 's account ( since these violations were not mine ), as it's violation of privacy policy so it is impossible for me to do this. Chase Auto obviously made the error here of paying something they shouldn't, because they didn't actually do their own due diligence ( the violation picture even showed a picture of a ranger rover which was not the car they leased to me ) to confirm it was accurate and they have now put the obligation on me to remedy this mistake, when I have gone above and beyond to try and furnish documentation proving my innocence in this regard. Even my contact at the Chase team said he is lost at this point at what else can be done, as I have tried every avenue I could. I also find it interesting, now that I have provided documentation it was not me, Chase is offering me to propose a settlement at less than the stated amount to close out the issue. This whole situation continues to be absurd and Chase really needs to change how they do business, this really is unacceptable.
Company Response:
State: CT
Zip: 06820
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited check with Chase the recieved the funds and will not let me have access. The amount has been deducted from the person who gave me the check.
Company Response:
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I had a credit card for my business. I closed the credit card account in XX/XX/2023 and Chase Bank is still allowing charges to go through on a closed credit card. I just received a statement with new charges from XX/XX/2023. I have contacted them about this and they tell me the account is showing as closed. I had a personal credit card through Chase that I closed in XX/XX/2023. They still allowed charges to go through after I canceled the card and I had a bill and late fees come to me in XX/XX/2023 for purchases made in XX/XX/2023 on a closed card.
Company Response:
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A